This comprehensive textbook, IT (Information Technology) and IT-enabled Services: Employability and Vocational Skills, is specially crafted for Class 11 students in alignment with the latest vocational curriculum prescribed by the Assam State School Education Board (ASSEB). Authored by experienced educators Dr. S. Priya Dharisini and Dr. P.K. Mishra, the book aims to build a strong foundation in IT concepts and industry-relevant skills that are essential for the modern digital workplace.

The book introduces students to the core areas of Information Technology, including computer fundamentals, internet applications, digital communication, and IT tools. It also focuses on IT-enabled services such as data entry, customer service, and digital documentation, while integrating vital employability skills like communication, problem-solving, time management, and professional ethics.

With practical examples, illustrations, and activity-based learning modules, the content ensures conceptual clarity, skill development, and exam readiness. This book also helps students prepare for real-world IT roles and provides an essential platform for future career or academic pursuits in the digital and service-based economy.

Contents

Part A: Employability Skills

Unit 1: Communication Skills (Pages 3–22)

• Communication: Elements, Types, Barriers

• Importance & Perspectives of Communication

• Verbal and Non-Verbal Communication

• Public Speaking, Pronunciation, and Refusal Skills

• Grammar in Communication

• MCQs, Short & Long Questions

Unit 2: Self-management Skills (Pages 23–43)

• Definitions, Importance, Components

• How to Develop Self-Management

• Stress Management, Emotional Intelligence, Self-Motivation

• Self-Regulation, Goal Setting, Time Management

• MCQs, Short & Long Questions

Unit 3: Introduction to Information and Communication Technology Skills (Pages 44–72)

• ICT at Workplace and Home

• ICT Tools & Applications

• Hardware & Software Basics, CPU, RAM, ROM

• Input/Output Devices

• Communication, Networks & Internet Basics

• MCQs, Short & Long Questions

Unit 4: Entrepreneurship Skills (Pages 73–96)

• Concept of Entrepreneurship

• Business Activities, Entrepreneurial Values & Attitudes

• Problem-Solving, Market & Customer Understanding

• Business Planning & Case Studies

• MCQs, Short & Long Questions

Unit 5: Green Skills (Pages 97–114)

• Green Economy: Importance & Applications

• Stakeholders, Policies, Opportunities

• Green Projects in Private & Public Sectors

• MCQs, Short & Long Questions

Part B: IT-ITeS (Information Technology Enabled Services)

Unit 1: IT-ITeS Industry (Pages 117–145)

• Overview of IT & ITeS

• BPO Sector, Employment Trends

• Customer Service Trends, Voice Process

• Inbound & Outbound Calls

• Sectors in Outsourcing

• Exercises, Case Studies and  Activities

Unit 2: CRM Domestic Voice Representative Training (Pages 146–157)

• CRM Training and Roles

• Responsibilities and Attributes of CRM Representatives

• Professional Skills for CRM

  Exercises, Case Studies and  Activities

Unit 3: Outbound Calls – Interacting with Customers (Pages 158–265)

• Call Centre Basics

• Customer Interaction Skills

• First Impressions, Greetings, Security

• Call Flow, Complaints, Telesales

• Soft Skills, Professional Etiquette

• Objection Handling, Collection Calls

• Customer Expectations and Great Service

• Practice Exercises

Unit 4: Using CRM Application – FreeCRM (Pages 266–309)

• CRM Features & Setup

• Call, Task, Case & Contact Management

• Calendar, Email, Deal Management

• Analytics, Reporting, Administration

• Practical Exercises

Unit 5: Work Management in CRM (Pages 310–325)

• Voice & Non-Voice Process Operations

• Data Entry, Customer Service

• Organizational Procedures & Competence Requirements

• Practice Exercises

Unit 6: Workplace Safety and Hazards in CRM (Pages 326–343)

• Workplace Hazards and Safety

• Risk & Disaster Prevention

• Health & Ergonomics

• Emergency Procedures

• Evacuation and Safety Checklists

• Practice Exercises